Rethinking Returns: Kyle Bertin on Turning E-Commerce Challenges into Supply Chain Wins

Episode Description

In this episode of the Ecom Logistics Podcast, hosts Dan Coll and Ninaad Acharya are joined by Kyle Bertin, co-founder and CEO of TwoBoxes. Kyle discusses the evolving landscape of e-commerce logistics, including the rise in return volumes, the costs and inefficiencies associated with manual return processes, and the opportunities for 3PLs to turn this challenge into a profit center. He emphasizes the role of technology in making supply chains more sustainable. The episode dives deep into key logistics issues like warehouse automation, fraud prevention, and the future of bundled and kitted returns. Kyle’s insights reveal how technology can help transform the returns space into a growth driver for businesses.

ABOUT THE GUEST:

Kyle Bertin is the co-founder and CEO of Two Boxes. Prior to founding Two Boxes in 2022, Kyle held senior roles at Outrider, Flexport, DeepScale (acquired by Tesla), and Deloitte. His extensive experience in logistics and strategy, combined with a passion for operational efficiency, has positioned Kyle as an innovator in the supply chain and returns management space. Kyle holds a BA in Economics from Northwestern University and an MBA from UC Berkeley’s Haas School of Business.

HIGHLIGHTS:

[00:01:50] – Kyle’s journey and the founding of Two Boxes.

[00:04:20] – The rising complexity of returns in e-commerce.

[00:05:30] – The explosion of online returns.

[00:06:50] – Automation and smart systems to streamline returns processes in warehouses.

[00:20:00] – Challenge of fraud in returns and how technology can help mitigate this growing issue.

[00:26:00] – Collaboration between brands, 3PLs, and logistics tech providers to combat returns fraud.

QUOTES:

[00:05:10] – “It’s never been easier for a consumer to return an item, but it’s never been harder for a warehouse to handle those returns.” – Kyle Bertin

[00:06:00] – “Online return volumes in the U.S. have increased eightfold in just five years, creating huge challenges for warehouses and 3PLs.” – Kyle Bertin

[00:15:26] – “In an e-commerce warehouse, thousands of people interact with screen flows daily, yet no one cared about the user experience. Just improving that one aspect can massively boost efficiency.” – Ninaad Acharya

[00:23:50] – “Roughly 10 to 15% of returns we see have clear evidence of fraud or abuse, from empty boxes to swapped items.” – Kyle Bertin

[00:28:00] – “The future of reverse logistics is collaboration—logistics providers, retailers, and tech companies need to work together to reduce fraud and improve efficiency.” – Kyle Bertin

Find More About the Guest

Website: Two Boxes

LinkedIn: Kyle Bertin on LinkedIn

Two Boxes LinkedIn: Two Boxes LinkedIn Page